Kaiser Permanente offers a secure electronic communication system, often called “Email Your Doctor,” allowing members to connect with healthcare providers for non-urgent matters. Accessible through KP.org or the mobile application, this platform ensures the privacy of personal health information. The secure messaging feature integrates directly with your electronic health record (HealthConnect), facilitating streamlined care coordination.
Step-by-Step Guide to Sending Your Doctor a Message
Sending a secure message begins by signing in to your account on the KP.org website or the mobile app. Once logged in, navigate to the Message Center or select “Email Your Doctor” or “Start a New Message” from the main menu. Access requires you to be a registered and authenticated user, linking your identity to your medical record number.
Next, select the intended recipient from a dropdown list, which typically includes your Primary Care Physician (PCP) or any specialist seen recently. The system requires both a subject line and the message body to be filled out completely for the “Send” button to become active. This structured format helps the care team prioritize and route the communication efficiently.
The secure platform is limited to one patient communicating with one provider’s office at a time. If you need to contact multiple providers, initiate separate messages for each one. After composing your request, review the content for clarity before sending the message directly into the provider’s electronic inbox.
Appropriate Topics for Secure Messaging
Secure messaging is intended for administrative and clinical questions that do not require an immediate response or a physical examination. Appropriate uses include requesting prescription renewals, clarifying care plan instructions from a recent appointment, or asking non-urgent follow-up questions about laboratory results. Users also send messages seeking general medical advice related to existing conditions.
This tool is strictly for non-urgent concerns and must never be used for emergencies. If you or someone you are caring for is experiencing a medical or psychiatric emergency, immediately call 911 or proceed to the nearest emergency facility. Avoid using secure messaging to describe complex new symptoms or rapidly changing conditions, as these situations require direct and time-sensitive clinical assessment.
Understanding Response Time and Message Limits
Kaiser Permanente generally responds to secure messages within two business days, as defined by their service level agreement. This timeframe is Monday through Friday, excluding holidays or when the doctor is out of the office. The system sends a notification once the message has been successfully delivered, setting the expectation for this two-day period.
The response may not come directly from your physician but rather from a member of their extended care team, such as a registered nurse or physician assistant. Messages often go through a centralized triage process where support staff address routine requests like prescription refills or appointment scheduling. Once a conversation is resolved, the care team may mark it as complete, automatically removing the reply button to prevent unnecessary back-and-forth.